Customer Service

CATALOG:We do not have a printed catalog as we are constantly adding new merchandise to our website and a printed catalog would be outdated before it was sent out.

BACKORDERS:If an item isn't in stock, your credit card won't be processed until the item is back in stock and it is ready to ship.

WE ACCEPT THE FOLLOWING FORMS OF PAYMENT FOR OUR U.S. and CANADADIAN CUSTOMERS:CREDIT CARDS - Mastercard, Visa, Discover and American Express. They may be used on our secure online order page, or for your comfort, you may telephone in your credit card information.

PERSONAL/BUSINESS CHECKS - Please print out 2 copies of your invoice. Keep one for your records, and mail the other (see mailing address below) with your check. Please be advised that we reserve the right to hold your check for 10 days until it clears your bank.

PAYPAL - If you prefer, use your PayPal account to pay for your order. If you are not registered, you may do so at www.paypal.com *All retail orders must be paid in advance before orders can be shipped out.

WE ACCEPT THE FOLLOWING FORMS OF PAYMENT FOR OUR INTERNATIONAL CUSTOMERS (Other than Canada):Visa, MasterCard, American Express, Discover, JCB, PayPal, Moneybookers, Bank Transfer, SafetyPay.

RETURNED CHECKS:Any checks returned to Nature Pavilion, for any reason, will have a fee of $30.00 added.

PURCHASE ORDERS:We now accept purchase orders from schools and museums. Please fill in your purchase order number and contact person on the order form, then fax in your purchase order to 734-347-2375 or mail in your purchase order to the address below. A purchase order must be received before the order will be shipped. This is a written contract and you are authorizing it to be treated as such. All purchase order invoices are NET 30 Days. Please read our Sales Tax Exempt policy. Late payments are subject to 18% interest rates.

SALES TAX EXEMPT: If you are a non-profit organization, and have a tax-exempt number, it must be put on the invoice if you are located in Michigan so sales tax won't be added to your invoice. Any orders shipped outside of Michigan are not charged sales tax.

SALES TAX:Orders placed or shipped within Michigan will have a 6% Sales Tax added to your order.

SHIPPING:If your order is received by 12:00 p.m. eastern standard time every effort will be made to get your order in that days shipment. If placed after that time, it COULD go in the next day's shipment.

Orders are shipped Monday - Friday. Exceptions may occur if it is special request from a customer that has been approved in advance by Nature Pavilion. Or, if it is close to a holiday, every attempt is made to get your gifts to you in time for your holiday gift giving.

YOU GET TO CHOOSE HOW YOU WANT US TO SHIP:

WE NOW ONLY SHIP THROUGH THE US POSTAL SERVICE:

PRIORITY MAIL - Estimated delivery times are 1-3 business days. Remember, we are in Michigan, so expect the maximum shipping time if you are on the west coast. PLEASE NOTE: This is not a guaranteed service and packages can not be tracked.

INTERNATIONAL SHIPPING: Nature Pavilion has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at https://www.internationalcheckout.com/login.php. OR EMAIL - support@internationalcheckout.com.

WHICH COUNTRIES DO YOU SHIP TO? International shipping is currently available WORLDWIDE from Nature Pavilion. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.

CAN I CHECK THE STATUS OF MY INTERNATIONAL ORDER? To check the status of your order or track your package, please login to your International Checkout account at:

WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?All inquiries regarding your international order should be directed to International Checkout at: International Checkout Login PageOR EMAIL: support@internationalcheckout.com.

Please visit the International Checkout Customer Service page for more information and phone numbers in your area.

United States SHIPPING COSTS:We have made every attempt to make our shipping/handling fees reasonable. We have chosen to set our costs according to package weight, not according to item cost.

Every item has been pre-weighed and entered into our system. At check out time, your shipping/handling fee will be calculated using that information.

Example: A necklace may only cost $4.00 to be shipped USPS because it weights very little. But a Birdhouse kit, which weighs a couple of pounds because of the wood, will cost more to ship.

RETURNS:Every attempt is made to get your order to you safely. However, sometimes things happen beyond our control.

IF YOUR ORDER ARRIVES DAMAGED:Please contact us immediately so we can determine if the product needs to be returned to us and if and insurance claim needs to be filed. PLEASE NOTE: If an insurance claim needs to be filed, you must hold on to the damaged merchandise and all the shipping materials including the box. We will need a letter either mailed to us, faxed or e-mailed stating the following items: Date the package was shipped; Invoice number; Description of product; Description of damage; and your signature and date. Please keep all of the damaged merchandise and packing material until Nature Pavilion notifies you that the claim has been completed, and then at that time you may discard everything.

Nature Pavilion will replace the damaged merchandise once it has been returned. If a replacement item is needed right away, we will get your authorization to put the replacement item on your credit card account or by using PayPal and when the damaged one arrives here you will be credited for the merchandise and the shipping cost.

IF YOU ORDER ARRIVES AND YOU DECIDE YOU NO LONGER WANT IT:Please contact us before returning the merchandise. You will receive a return goods authorization that you will need to ship the item back. Please don't return merchandise without obtaining this number. We cannot accept COD packages.

Your merchandise cost will be refunded only if merchandise is in saleable condition. Please use care when opening boxes. PLEASE NOTE: Shipping/handling cost will not be refunded.

Orders shipped back after 30 days from receipt will receive a store credit.

PLEASE NOTE: We reserve the right to determine if an item is in saleable condition. If it is not, we will determine if a full or partial refund is to be given.

IF YOU WANT TO RETURN AN ORDER OR PARTIAL ORDER WHERE YOU QUALIFIED FOR FREE POSTAL SHIPPING.*Please note: If the entire order is returned for a credit, then the cost that we paid to ship it to you will be deducted from your refund. If a partial return is done, then a percentage of the cost we paid to ship your order to you will be deducted from your refund.

YOU WANT TO CANCEL YOUR ORDER?If you call, and we are able to stop shipment before it has shipped, no problem. Your payment and shipping costs will be refunded immediately.

YOU WANT TO CANCEL AN ORDER THAT HAS ALREADY SHIPPED?If your order has already shipped, then the procedure is the same as in "If your order arrives and you decide you no longer want it" We can not accept COD packages.

LINKS:You will find links to other websites on our website. They are there for your convenience and information only. We accept no payments for the links being put there. Nature Pavilion accepts no responsibility or liability for access to or the material on any website which is link to and from this website. Nature Pavilion doesn't guarantee, approve or endorse the information, products or services on these sites. We are not associated with these sites, nor do we endorse them. Please remember, once you leave our site and go to another site you are no longer subject to our Privacy policy.

If you have questions about product availability please e-mail us at contact@naturepavilion.com or call us at 734-347-2375. Our customer service representatives are available between 9:00 am and 3:00 pm EST, Monday - Friday. (Please note that customer service calls are handled by English speaking representatives at this time.)

INTERNATIONAL RESTRICTIONS: Insects, alive or preserved, can't be shipped outside of the United States.

United States customers CONTACT US:Phone - 734-347-2375

United States CUSTOMER SERVICE REPRESENTATIVEA Customer Care Representative is available 9:00am - 3:00pm eastern standard time Monday - Friday.If no answer, please leave a detailed message on our answering machine and a representative will get back to you the following day.Please include the time zone you are calling from so we don't call our west coast customers too early in the morning.